Technology Support Analyst

Under the direction of management, the Technology Support Analyst serves as a liaison between Information Technology (IT) and assigned college departments on matters related to technology support and planning. This position provides analysis and problem-solving, technical assistance and support coordination to staff for Enterprise application, Software-as-a-Service and cloud directory services. The Technology Support Analyst makes decisions based on independent judgment to resolve a range of complex technical problems. The incumbent provides technical support to customers in a professional manner and maintains goodwill, cooperation, and productive relationships throughout the College. The ideal candidate would be able to derive the technical details to deliver a quick resolution or business technology solution. Reporting to the Director of Client Services this position will provide relevant technical expertise and assist with various assignments to support the Touro University.

This position functions independently to diagnose and provide solutions to a broad range of information related technologies; have a working knowledge of other related disciplines; coordinate appropriate support activities with other IT teams; and identify trends, recommend solutions, and resources.

1. Functions as the key contact for all requests from a broad range of users for technical support for central IT services. Provides consultation and support; communicates effectively to convey complex technical information
2. Prioritizes and appropriately escalates issues to assure timely problem resolution. Carries out fact-finding and analysis of problems; determines most effective problem resolution procedures. Suggests, tests, implements, and evaluates solutions.
3. Coordinates and interacts with other IT teams and functions as a liaison between IT and users to communicate end-user needs and ensure effective solutions are implemented.
4. Coordinates contact with vendors as needed to assist with support activities.
5. Actively participates in departmental, committee, and technical meetings to discuss and resolve user issues and implement new projects.
6. Assist with the user management process (creation/update/edit of our user base) for cloud directory services, such as, Azure AD, Google Directory and Software-as-a-Service solutions.
7. Investigate person accounts incidents associated with identity and access management.
8. Contribute and author enterprise application documentation and knowledge.
9. Leverages PL SQL and MS SQL to maintain and administer database security access.
10. Provide day-to-day end-user support and assist users with best practices.
11. Generate and maintain system analytical and data report.
12. Provide timely incident resolution as outlined by the TCUS service level objectives for Ellucian Banner systems, such as, Banner Access Management (BAM) and Banner Document Management (BDM). Attends training sessions, conferences, classes and utilizes online resources to maintain and update skills and knowledge as necessary to keep current on relevant technologies.
13. All other tasks as assigned.

Education/Experience

• Associate degree in computer related discipline.
• Relevant experience may substitute for the degree requirement on a year-for-year basis.
• Four or more years of work experience with automated systems in a complex environment.
• Successful experience working in an end-user, customer facing role in a trouble-shooting capacity is required.

Knowledge/ Skills/ Abilities

• Knowledge and experience with PL/SQL and MS SQL required
• Knowledge of IT service delivery and cloud architecture
• Aptitude and enthusiasm to learn new technologies
• Experience with Ellucian and DocuSign.
• Bonus Knowledge, Skills, and Abilities/Knowledge of: wide variety of technologies to effectively support end-user technical needs including Azure AD, Google Directory, Ellucian Banner
• Principles of troubleshooting and analysis.Skills in: methods and techniques used in the installation, troubleshooting, problem resolution and maintenance of information systems hardware and software;
• Identifying trends and making suggestions for technical modifications to resolve existing and future problems.Ability to:
• Read and execute PL /SQL and MS SQL
• Translate user needs into viable solutions
• Work independently and as part of a team
• Work collaboratively to make necessary decisions and respond to emergency situations effectively
• Communicate technical and complex information in verbal and written form